Customer Service Quality Assurance Systems
A custom-built QA system tailored to your specific needs, developed in your Microsoft environment.
We design Quality Assurance (QA) systems that help organizations deliver customer service aligned with defined quality standards and the company’s communication tone. Each solution is tailored to your processes and built within your existing Microsoft environment.
Power Apps is used to build the core application, enabling quality evaluations of customer interactions such as chats, emails, calls, or in-person meetings. The system supports sharing evaluation results and comments with employees, allowing employees to acknowledge or dispute evaluations, and enabling evaluators to manage disputed scores. It also supports the registration of quality improvement action plans.
Power Automate handles automated notifications via Microsoft Teams, keeping employees or teams informed about system events and updates - such as new interaction evaluations, acknowledgment or disputes of results, new comments, or the creation of quality improvement action plans.
For in-depth quality performance analysis, Power BI is connected to a SharePoint Lists data source, providing clear dashboards and actionable insights into quality trends and performance metrics.